Purpose

The purpose of this policy is to ensure that all clients clearly understand the procedures and consequences associated with arriving late, cancelling appointments, or failing to attend scheduled sessions. This policy supports fair scheduling, respects the time of both clients and therapists, and allows the clinic to operate efficiently.

Cancellations

We understand that unexpected situations may arise. However, we require a minimum of 24 hours notice for appointment cancellations.
Cancellations made with less than 24 hours notice may incur a cancellation fee of 50% of the appointment cost.
Cancellations made within 4 hours of the appointment time will be treated as a no-show and may be charged 100% of the appointment fee.
Cancellations are only accepted from the person who made the booking.
In the rare case we need to cancel your appointment, we will notify you as early as possible and offer alternative booking options.


Late Arrivals

We understand that unforeseen circumstances such as traffic or personal matters can occasionally cause delays. However:

  • The session will still end at the scheduled time to avoid impacting other clients.
  • The full treatment fee will apply, regardless of reduced treatment time.
  • If the client is more than 15 minutes late, the therapist reserves the right to cancel the session and treat it as a no-show.


No-Show (Failure to Attend)

A no-show occurs when a client misses their appointment without notice. In such cases the client will be charged the full cost of the session.

Session Packages

Unused classes or sessions cannot be rolled over into next term bookings, and are not eligible for refunds.

Rescheduling

Clients may reschedule their appointment up to 24 hours before the scheduled time without penalty.
Frequent rescheduling may require pre-payment to secure future bookings. This policy helps us manage bookings efficiently and ensures fairness for both clients and therapists. We appreciate your understanding and cooperation.

Emergency Consideration

We recognise that emergencies and unavoidable circumstances may occur. At the clinic’s discretion, cancellation fees may be waived in exceptional situations. Please contact us as soon as possible to discuss.

Workshops and Retreats within Australia

Two weeks notice is required for cancellation.  No refund is possible after that date.
Cancelation fees may be applicable if paid by PayPal to recoup fees charged by PayPal.

Overseas Retreats

Overseas retreats have special conditions and considerations:

  • 15% deposit needed for confirmation of booking.
  • Final payment required 4 weeks before departure.
  • Full refund if cancellation made before 60 days before departure date.
  • 60 day cancelation notice is required for full refund less deposit.
  • No refund after 30 days.
  • Payment can be made online through PayPal or direct bank transfer.
  • PayPal and credit card transactions attracts a $3% fee, 4% on none Australian Currency.

Booking and Cancellation Policy

Awakening Vitality